Shipping policy

Shipping Policy

Thank you for shopping with Phoenix Crafted. Every order is handmade and shipped with care from my studio in McLeansville, North Carolina. Below are the details on how and when your order will arrive.

Processing Time

Standard, in-stock products ship within 2 business days of the order being placed. Custom orders and made-to-order items are excluded from this timeline and will ship according to the production timeline provided in the product listing, during the custom-order process, or in the order confirmation. Business days exclude weekends and federal holidays. Because every candle, wax melt, and diamond painting is handcrafted in small batches, please allow 7-9 days for custom or poured-to-orders to be made, quality-checked, and packaged before it ships. During holidays, sales, or vendor event weeks, processing may take up to 3 business days. You will receive an email with tracking the moment your order ships.

Custom orders and made-to-order frames may require additional processing time. If your order will take longer than expected, I will reach out personally with an updated timeline.

Domestic Shipping (United States)

All U.S. orders ship via USPS with tracking included.

Standard Shipping: Calculated at checkout based on package weight and destination
Free Shipping: On all U.S. orders over $50
Estimated Transit Time: 2–5 business days after the order ships

Shipping rates and delivery estimates are provided by USPS at checkout. Once a package leaves my studio, delivery times are out of my control, but I will always help track down a missing package if something goes wrong.

International Shipping

I currently ship internationally via USPS to select countries, including the European Union, Canada, the United Kingdom, and Australia.

International Rates: Calculated at checkout based on weight and destination
Estimated Transit Time: 7–21 business days after the order ships, depending on customs
Customs, Duties & Taxes: International customers are responsible for any customs fees, import duties, or taxes charged by their country. These are not included in the shipping cost at checkout.

Please double-check your shipping address at checkout — international packages that are returned due to incorrect addresses or refused customs fees may incur a reshipping charge.

Order Tracking

Once your order ships, you'll receive a confirmation email with a USPS tracking number. If you don't see it within a few hours, please check your spam folder or reach out and I'll resend it.

Lost, Stolen, or Damaged Packages

Damaged in transit: If your order arrives damaged, please send me a photo of the damage and the packaging within 7 days of delivery and I will arrange a free replacement or repair. This applies to all candles, wax melts, and diamond paintings.

Lost packages: If USPS tracking shows your package as lost or stuck in transit for more than 14 days, please contact me and I will open an investigation with USPS and work toward a resolution.

Marked delivered but missing: Please check with neighbors and household members first, then contact USPS to file a claim. I am unable to refund or replace packages marked delivered by USPS, but I will help you navigate the claims process.

Address Changes

If you need to change your shipping address, please contact me within 24 hours of placing your order. Once an order has been packed or shipped, I cannot redirect it.

Vendor Events & Local Pickup

If you'd like to skip shipping and pick up your order at a vendor event in the Greensboro / Triad NC area, message me before placing your order and I'll arrange it.